Booking Operations Support Lead

About the role

As Fora continues to scale our global advisor community and enhance our product offerings, the volume and complexity of booking-related support inquiries are growing rapidly. We're seeking a Booking Operations Support Lead to join our high-performing Support team - you'll play a crucial role in ensuring timely, accurate, and empathetic support for our advisor community, with a dedicated focus on booking operations. The Booking Operations Support Lead will serve as the primary escalation point for all booking operations inquiries, reporting to the Senior Manager of Support Operations and collaborating cross-functionally with peers in Support, Product Operations, Advisor Experience, Finance, and Engineering. You'll also manage and develop a distributed, global contractor support team, ensuring consistent quality and coverage across booking operations. This is a unique opportunity for someone ready to step into a leadership role at the intersection of support and operations. You'll partner with Support Operations leadership to help shape and formalize the Booking Operations Support function - defining its scope, workflows, and long-term roadmap. You'll own complex booking escalations end-to-end, manage a global contractor support team and drive meaningful improvements to tooling and processes, all while staying close to the advisor experience that sits at the heart of Fora.

Responsibilities

• Deliver prompt, accurate, and empathetic support to Fora advisors via Intercom, with deep expertise in booking operations
• Meet and exceed core support metrics (SLA, CSAT, AHT, FCR) both personally and across the team you oversee
• Serve as the primary escalation point for all booking operations inquiries, independently investigating and resolving complex issues end-to-end
• Develop deep expertise in Fora's booking systems, GDS integrations, and supplier relationships to serve as the internal subject matter expert
• Manage and develop a distributed, global contractor support team - setting clear expectations, maintaining quality standards, and ensuring adequate coverage
• Communicate directly with hotels via phone and written alerts to resolve reservation issues, missing or mismatched rates, and promotions not reflected on the portal
• Search logs and run queries to extract rate information and identify discrepancies affecting bookings
• Surface systemic issues and trends to cross-functional partners in Product, Engineering, and Finance - driving upstream fixes that reduce support volume over time
• Maintain and improve macros, SOPs, and internal knowledge base articles to keep pace with evolving products and policies
• Drive initiatives to improve support scalability, including tooling enhancements, AI/chatbot optimization, and process automation
• Onboard and mentor new support team members, sharing cross-queue knowledge and best practices

Requirements

• 3-5+ years in customer support, help desk, or operations - ideally in tech or travel - with at least 1-2 years in a lead or senior IC capacity
• Prior experience managing or mentoring a team, including global or distributed teams
• Proficiency with ticketing platforms (e.g., Intercom, Zendesk) and fluency in core support metrics (SLA, CSAT, AHT, FCR)
• Proven ability to build scalable workflows, SOPs, and escalation processes
• Strong written and verbal communication skills with a natural ability to empathize with advisors
• Strategic thinker who can balance hands-on execution with longer-ter

Additional Information

About Fora Fora is the modern travel agency , empowering anyone with a passion for travel to build a thriving advisory business. We're modernizing the $100B+ travel agency industry by combining powerful technology, data, and community to enable thousands of entrepreneurs to build on our platform. Our business-in-a-box platform gives travel entrepreneurs everything they need to launch and scale, from cutting-edge tools and personalized training to a vibrant community and exclusive industry partnerships. At the heart of it all is our mission: to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career , whether full-time or part-time. We believe that everyone, from seasoned professionals to first-time advisors, can build something both profitable and personal. Founded in 2021 by seasoned entrepreneurs, Fora has grown steadily since, expanding to a team of 200+ full-time employees based in downtown New York City . In 2025, we announced our $60 million Series B and C investment rounds , led by Thrive Capital and Insight Partners , with participation by previous investors including Forerunner and Heartcore Capital. We've also been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and Built In 2025 Best Places to Work. We're building the first truly unified platform for all travel needs-leveraging the best of human expertise and technology to transform how people plan and book travel.

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